The RoleAs VP, Customer Success & Delivery, you'll lead our Customer Success, Deployments, and Support teams and own the outcomes of the entire post-sales organization.
You'll be accountable for getting customers live quickly, driving adoption and measurable ROI, delivering best-in-class retention, and growing our existing partnerships. Just as importantly, you'll build the organization that allows us to do this at significantly greater scale - developing leaders, hiring exceptional talent, improving how the three teams work together, and increasing the number of customers and ARR we can support per person.
You'll operate at every altitude: developing the strategy and operating system for Post-Sales, coaching leaders and ICs, making hard portfolio and resourcing decisions, and personally engaging with executives across our most strategic health system relationships.
What You'll Do- Build and lead a world-class Post-Sales organization. Set the vision and strategy for Customer Success, Deployments, and Support. Develop exceptional leaders, raise the bar for talent, and evolve the organizational structure as we scale from dozens to hundreds of hospitals.
- Own customer outcomes and the number. Be accountable for retention and NRR across our customer base, setting the strategy and standards for how we drive adoption, value realization, customer health, and growth. Build toward a future where Customer Success owns an increasing share of the expansion motion directly.
- Create one cohesive customer lifecycle. Lead Deployments, Customer Success, and Support as one organization, establishing clear ownership and accountability from signature through deployment, adoption, renewal, and expansion.
- Set the strategy for faster, more scalable delivery. Establish the vision for how Vitalize deploys increasingly complex customers with greater speed and predictability. Empower your leaders to build the systems, playbooks, and capabilities that improve time-to-value and capacity cycle over cycle.
- Raise the bar for how we demonstrate customer value. Establish the standard for how Vitalize measures and communicates adoption, operational impact, and financial ROI - ensuring our customers and their executives understand the value we're creating.
- Own our most strategic customer relationships. Build trusted relationships with CNOs, COOs, CIOs, CFOs, and other health system executives. Serve as an executive sponsor for strategic accounts and step directly into the moments where senior leadership can change the outcome.
- Make the hard portfolio and investment decisions. Set priorities across customers, resources, and team capacity. Make clear tradeoffs about where we invest, what we commit to, and where we push back - and hold the organization accountable for those decisions.
- Represent the voice of the customer at the company level. Partner closely with Product, Engineering, and Growth to turn patterns across our customers into company strategy, balancing customer needs with building a scalable product and business.
- Build for the next order of magnitude. Design the organization, leadership structure, and strategy required to support dramatically more customers and ARR - using product, automation, process, and customer ownership to create leverage rather than scaling headcount linearly.
What You'll Bring- You've scaled a post-sales organization in a high-growth environment. You've hired, ramped, and built leadership layers as the company grew - and can speak concretely to what broke at each stage and how you adapted.
- You've owned retention and NRR. You know how to translate adoption, customer health, executive relationships, and demonstrated value into retention and growth. Experience building a CS-led expansion motion is a plus.
- You've developed strong leaders. You've coached managers, developed leaders from within, and evolved your org structure and talent as the company scaled.
- You know complex enterprise delivery. You've led deployments requiring workflow change, integrations, training, executive alignment, and adoption across large organizations.
- You can operate in the executive room and the weeds. You're as comfortable discussing ROI with a CFO or navigating an escalation with a CNO as you are diagnosing why an implementation is slipping.
- You make hard tradeoffs. You can prioritize across competing customers and scarce resources, articulate a defensible rationale, and own the outcome.
- You partner effectively with Product. You can turn patterns across customers into product signal without turning the roadmap into a collection of customer commitments.
- You've built without a playbook. You're comfortable when the product, organization, and processes are all evolving - and see building the system as part of the job.
- You understand healthcare, or can get there quickly. Health system experience - particularly in nursing, workforce management, or hospital operations - is a strong advantage. You understand the complexity of clinical workflows, stakeholders, and organizational dynamics.
- Ability to travel. You're excited to spend 40-50% of your time onsite with our customers.
Benefits- Medical, dental, and vision insurance
- 401(k) with company match
- Flexible PTO
- Unlimited travel budget to visit customer sites
- Bi-annual company off-sites
- Free meals in-office
- $5,000 relocation bonus
- Desk setup reimbursement
- Commuter benefits
- Monthly gym/wellness stipend
- An awesome office in Jackson Square, steps from the water
